Transfer phone interactions

An 8x8 Contact Center agent can transfer a call to another agent, queue, or an external number upon customer request or knowing that the other agent may be more knowledgeable answering the customer's question. Before transferring a call, you can check the status of other agents, consult an available agent, or transfer blindly without consulting.

8x8 Contact Center allows agents to transfer an active call to another agent, a queue, or an external phone number:

8x8 Contact Center allows agents to transfer an active call to another agent. Before transferring a call, you can check the status of other agents, consult an available agent (Warm transfer), or transfer the call blindly without consulting (Cold transfer).

To transfer an active phone interaction to another agent:

  1. During an active call, notify the current caller about the intended transfer.
  2. In the call panel, click Trasfer . The transfer options appear.
  3. Under Contacts, review the status of agents currently logged into 8x8 Agent WorkspaceClosedThe brand new interface for 8x8 Contact Center agents to receive and process customer interactions..

  4. Select an agent in available status and click:

    • Warm Transfer: To consult before transferring the call. The system initiates a call to the selected agent. Once the call connects, inform the agent about the intended transfer, then click Transfer to complete the transfer.
      8x8 Agent ConsoleClosed8x8 Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. submits a new phone interaction to the selected agent allowing you to wrap up.

    • Cold Transfer: To transfer without consulting the agent. The system transfers the phone interaction to the selected agent allowing you to wrap up.

      Note: If the second agent does not answer the phone, and the agent does not have 8x8 Contact Center voicemail, then the call is dropped after the timeout period.

  5. Click Wrap up to change your status to Available back again.

8x8 Contact Center allows agents to transfer an active call to another phone queue. Before transferring an active call to another queue, we recommend agents handling the call to check the status of the destination queue and then transfer. The status of a queue can be determined by the number of available agents assigned to the queue, number of interactions waiting in the queue, and longest waiting interaction time.


To transfer an active phone interaction to a different queue:

  1. During an active call, notify the current caller about the intended transfer to another department.
  2. Click Transfer . The transfer options appear.
  3. Select the Queues tab to view the list of queues in your contact center.

  4. Review the status of queue by checking number of available agents assigned to the queue, number of interactions waiting in the queue, and longest waiting interaction time.

  5. Select a queue and click Transfer.
  6. At the prompt for transfer confirmation, click Continue.
  7. Notice the message that the interaction is transferred successfully.
  8. Click Wrap up to change your status to Available back again.

8x8 Contact Center allows agents to transfer an active phone call to an external phone number.

To transfer a phone interaction to an external number:

  1. During an active call, notify the caller about the intended transfer to another telephone number.
  2. In the call panel, click Transfer. The transfer options appear.
  3. Click the dialpad and enter the phone number.
  4. As you complete entering the phone number, you will see an option to dial out to the number via Warm Invite.

  5. The system dials out to the entered number. Once the call connects, notify the caller about the intended transfer and click Transfer to complete the transfer.

    Note: If the second party does not answer the call, and the second party does not have a voice mailbox, the call eventually times out and is dropped.

  6. Click Wrap up to change your status to Available back again.